Service Desk Analyst

7 months ago

Rockingham, Australia Hudson Australia Full time

Our client is a Local Government Department currently seeking a temporary Service Desk Analyst who has experience in troubleshooting desktop operating systems and office suites and providing support with comprehensive knowledge of Incident, Service Request and Problem Management ITIL processes.

**Role Objective**:
Provide assistance, information and support to users across the City's ICT environment as a single point of contact between the users and City's ICT services

**Role Responsibilities**:

- ICT Support: Complete standard set-up activities for systems, computers, mobile devices, printers, multifunction devices, audio-visual equipment and other end user hardware in line with Service Level Agreements to ensure compliance with the City's standards
- Customer Service: Through the delivery of outstanding service, establish a reputation of customer service excellence throughout the organisation
- Corporate Compliance: Maintain safe and compliant work practices in accordance with Work Health and Safety (WHS) legislation, Risk Management, Procurement and Recordkeeping Frameworks and all other relevant Council policies and procedures

**Skills**:

- Excellent written and verbal communication skills
- Demonstrated analytical and systematic approach to problem troubleshooting and issue resolution
- Excellent interpersonal skills to allow effective communication to all levels of staff

**Knowledge**:

- Comprehensive knowledge of_
- Incident, Service Request and Problem Management ITIL processes
- Microsoft Windows desktop operating systems
- End user hardware (desktops and mobile devices) and software installation and configuration
- Good understanding of _
- Microsoft Server and Messaging solutions (including Active Directory, Group Policy and Exchange)
- Microsoft System Center Configuration Manager (SCCM)
- TCP/IP networking oInformation Security principles, best practice standards and guidelines

**Experience**:

- Experience in managing and troubleshooting desktop operating systems and office suites
- Experience in providing level 1-2 support

**Qualifications, Certifications and Licences**:

- Tertiary qualification in Information Technology or demonstrated capacity to progress towards achieving these qualifications (**Uni students welcome to apply**)
- ITIL 4 Foundation

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